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About James Laws

James is a designer, developer, teacher, and learner. His passion is solving problems wherever they may show up. When he is not working on the project currently on his screen you can find him either running or enjoying a great cup of coffee.

Comments

Great to keep hearing your thoughts on this. It’s been useful hearing a lot of discussion about this from a lot of different people, especially as I think we’ll need to migrate to something more sustainable in the coming months.

I think there conversations are important to have. We are starting to find our sweet spot in support and I think in some ways we just got lucky and found what works for us. It remains to be seen whether the pay-per-ticket model will be as successful as I think it can be but we’ll keep reporting on it as we go.

This was an excellent video and incredibly informative. I agree it is hard to provide free unlimited support on an ongoing basis. I also appreciate that you recognize and are very sensitive to how the change should be made, especially for providing for some discovery time, so that a user is not hit with a paid support ticket, especially when it is a known or simple issue (i.e. bullets in the breadcrumbs) to resolve.

This makes me a fan of WP-Ninjas even more. Your perspective on support tickets are actually very refreshing, free feedback for growth and maturity and the user base will gladly help with that. We want the product to succeed. I recently noticed a need that I needed integration with woocommerce. I am hesitant to lay down money for a whole new form application when if I am just patient, I can continue to build on what I already have.

Keep up the good work, guys! And hurry, to give the woocommerce integration out soon! Please.